Impact Learning Systems

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Live Chat Brings Much-Needed Speed to Technical Support

Guest Post by Chris Childers, from Velaro Live Chat Soft­ware. As this blog recently shared via info­graphic, a speedy res­o­lu­tion in multi-channel cus­tomer ser­vice is arguably the most impact­ful fac­tor in cus­tomer sat­is­fac­tion (a stag­ger­ing 65% of cus­tomer com­plaints per­tain to slow issue res­o­lu­tion times!). Live chat gar­ners a lead­ing 73% sat­is­fac­tion rate, as compared […]


Soft Skills Remain Critical for Tech Support Professionals

My good friend, Mike, owns a BMW R80/7 motor­cy­cle and recently needed some repairs. “Last time I took it to ‘XYZ Cycle Ser­vice’, but I just can’t get myself to go back there,” he groaned. “They’re sup­pos­edly the best in town, but they were down­right rude. They said they were ‘extremely busy’ and to just […]


Getting Back to the Basics of Customer Support: Certain KPIs Work Better Together

Con­tact cen­ters have evolved over the years, and are still evolv­ing to meet chang­ing cus­tomer demands and expec­ta­tions. It wasn’t too long ago when cus­tomers were required to call into a con­tact cen­ter for the most basic of rea­sons, whether it was to update their address, pay a bill, or get gen­eral infor­ma­tion regard­ing a […]


Customer Loyalty Month Success Story Profile

April was Cus­tomer Loy­alty Month, and we held a con­test to col­lect cus­tomer loy­alty pro­gram suc­cess sto­ries. We wanted to know: What types of cus­tomer loy­alty pro­grams do com­pa­nies build? How are the pro­grams designed, and what are the results? We drew a ran­dom win­ner from the result sub­mis­sions. Supe­rior Gro­cery was the lucky winner, […]


Creating Customer Personas to Better Understand the Customer Journey

We write a lot about what it takes for com­pa­nies to deliver excep­tional cus­tomer expe­ri­ences. We advo­cate for robust train­ing that is rel­e­vant and ongo­ing, for seam­lessly inte­grat­ing omni-channel ser­vices, for mon­i­tor­ing impor­tant KPIs, and, of course, for know­ing who your cus­tomers are and their expec­ta­tions when inter­act­ing with your self-service fea­tures and/or con­tact center […]


Real Time Performance Management Systems for the Contact Center

Do you remem­ber the Obama/McCain pres­i­den­tial cam­paign of 2008? Obama pre­sented him­self as the can­di­date who was for­ward look­ing and cast McCain as the can­di­date who rep­re­sented the past. This future/past dichotomy is actu­ally one we see in con­tact cen­ters in how data is col­lected, ana­lyzed and syn­the­sized. Many soft­ware sys­tems that are used by […]




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We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.





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